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Frequently Asked Questions

Placing an order

How do I place an order?

It's easy. Simply select an item from anywhere on this site, choose your preferred colour and size and then add it to your shopping basket. Once you have finished shopping, follow the checkout procedure to purchase your item(s).

Can I place an order by phone?

If you are experiencing difficulties with placing an order online, please contact our customer service department on 0208 877 4004.

How do I know that my order has been placed successfully?

When you complete an order online, you will see a page showing your order and payment details. We’ll then send you an email confirming we’ve received it. You can also sign into your account and check your recent order status.

How can I pay for my order?

You can pay using any major credit/debit cards including, but not limited to, Visa, MasterCard and Maestro. We also accept PayPal.

How do I know which size to choose?

How do I use a promotional code?

Simply enter your promotional code at the checkout and the relevant amount will automatically be deducted from your total.

I cannot find the item I was looking for online. What can I do?

Please call our customer service team on 0208 877 4004 and they'll be happy to try and find the item or an alternative solution for you.

How safe is shopping on Damselinadress.com?

We realise how important it is to store any information that you provide securely so accordingly we use the very latest security systems to encrypt your payment details.

Can I order items from your website that are not currently in stock?

If an item is listed as 'out of stock' then unfortunately you cannot order it at this time. If you contact uswith the product number, size and your postcode we’ll be happy to see if we can find a concession partner near you who may have the item.

Can I add to my order after placing it?

Unfortunately not. You will need to place a separate order for any other purchases you wish to make.

Can I cancel or change my order?

Please email our customer service team as soon as possible providing your order number. However, if your order has already been dispatched, we unfortunately won’t be able to cancel or change it. Instead, you will need to send it back using the returns label provided with your order, then once we received your order back, you will be issued with a refund.

Delivery

Where do you deliver?

We deliver to the UK, Jersey, Guernsey and Ireland. You can find a full list of our delivery locations here.

How much does delivery cost?

Standard delivery to the UK is FREE. This service is provided by Hermes to all areas of the UK and requires a signature.

How long will my order take to arrive?

We expect standard delivery orders to be delivered up to 7 working days of dispatch, however, during particularly busy periods this may take longer.

Can you deliver to an address other than my billing address?

Yes, we can deliver to an alternative address, i.e. your work address. When placing an order you are offered the option of adding a different delivery address.

Do you deliver to PO Box addresses?

Unfortunately no, we are unable to deliver to PO Box addresses.

How can I track my parcel?

You will received an email containing tracking information for your parcel. If you are having an issues with this, please contact us.

I can’t track my order, is there a problem?

We do advise that it can take up to 24 working hours for a tracking link to become active, this is because the tracking does not activate until it has been received and sorted with our courier. In the unlikely event of a delay with our courier this can take slightly longer to update, but your parcel will still be delivered within 3-5 working days from dispatch. If your parcel has been dispatched but your tracking information hasn’t updated within 2 working days please contact us.

I have only received part of my order, where is the rest?

On the rare occasion that one of our items is not available in our warehouse, we will do everything that we can to source the item from one of our stores. These items can be sent separately as we wouldn’t want to disappoint any of our customers by cancelling, however we do try to send as few parcels as possible.

What if I'm out when my order is delivered?

We deliver by courier and all parcels must be signed for. If you’re not at home when the courier attempts to deliver, they will leave the parcel with a neighbour or arrange a redelivery. They will leave a card with a contact telephone number to call to rearrange your delivery. Any purchases not delivered within eight days will be sent back to our warehouse and you will be issued with a refund. Please allow up to 21 days for the refund to be processed back onto your card.

My item has arrived faulty, what can I do?

In the unlikely event that an item you have ordered has arrived in less than perfect condition, please return it to our warehouse as per the usual instructions. We are unfortunately not able to offer a postal exchange service, however if you contact us, we will be more than happy to place a replacement order and ensure this is with you as soon as possible.

My dispatch notes indicate I have been charged twice for postage, have I been?

Our dispatch notes require some kind of postage to be printed, so that we know which kind of order yours was. Rest assured our systems are only capable of charging you for postage once; there is no additional cost for multiple parcels.

Returns & Exchanges

How do I return my item(s)?

You can return an order by putting any items you wish to return inside the original packaging, and taking them to your local post office. You will be provided with a proof of postage receipt, which you should keep until you have received a refund. Postal returns can take up to 7 working days from our receipt to be processed. Please allow up to 3 working days for the parcel to reach us and a further 2 working days for the funds to appear in your account.

How will I be refunded?

Once your item(s) are back at our warehouse and we have had an opportunity to inspect them to check that they are in resalable conditions, a refund will be processed via the method of payment by which the order has been placed. You will receive an email confirming your refund within 12 working days of posting your item back to us, and the credit will appear in your PayPal or credit/debit card account within a further 3 working days.

If you card has since expired you should still receive your refund, provided your account remains open.

How long will my refund take to process?

Please allow 10 working days for your parcel to reach us, and a further 5 working days for your account to be credited. Please note that some card providers will take slightly longer to process your refund.

How long do I have to return my order?

Full price items must be returned within 28 days of your receipt of the items. Sale items must be returned within 14 days of your receipt of the items. We consider your return to be completed as of the date that you post it back to us.

What is your policy on returning sale items?

Sale goods must be returned within 14 days of receipt. Please return your goods by post to the return address label on your dispatch note, you will be refunded back onto the card you originally placed the order with. Please note that returns cannot be made to concessions within department stores.

Can I return my orders to a store?

Our concession partners are regrettably not able to accept returns. Purchases made from the site can only be returned by post directly to us. They cannot be exchanged or refunded at any sale outlet store or concession which includes John Lewis, Fenwick's and other small independent retailers. This is also the case with online sales outlets Brand Alley and Ebay.

We cannot accept returns for products purchased otherwise than via the site. Please contact the retailer from whom you purchased the goods.

I returned more than one item and have not received a full refund, where is the remainder?

If your items were posted back in separate parcels please allow 10 working days, as they may have been separated during sourcing or processing and would not necessarily arrive back at the same time. If your items were posted back in the same parcel please contact usand attach a picture or scan of your proof of postage receipt, so that we can clearly read the information on it.

What if I have lost my returns label?

My item has developed a fault outside of my returns period, what can I do?

Items purchased from our concession partners are subject to that store’s returns policy. As the consumer your rights lie with the company who sold you the product.

If your item was purchased directly from Damsel in a Dress, we will be more than happy to investigate. If the item was from an online order please send it back as normal and contact usto advise of the issue. If our Customer Service team is not notified prior to the return we are unable to guarantee the assessment of your item.

Other

I've forgotten my password to login to my account?

If you forget your password please click on “I have forgotten my password.” on the account log-in screen. You will then enter your registered e-mail address and you will receive an automated e-mail with your password.

I’m having difficulty resetting my password, what can I do?

If you are requesting a password reset link and not receiving one, it is likely that you don’t have an account with us – try creating one here.

If you’re receiving an email and are unable to click the link you can either:

Forward the email to yourself – this will often activate the link which may have been disabled by your spam filters.

How do I change my personal details?

Simply login to your account using your user name and password, where you will be able to update and save all your details for any future orders.

I have been charged VAT when it is not required, what can I do?

Our systems are not able to differentiate who is and isn’t eligible to pay VAT. Please contact usonce you have received your order to confirm which items, if any, you are returning.

Can you email me when an item is back in stock?

When an item is out of stock but is on a repeat order you will have the option to receive an email to let you know when the item comes back into stock. Simply enter your name and email address and press 'Submit'. Please note that the email will be sent out to all customers who have expressed an interest when any number of units come back into stock, so it is possible that by the time you visit the product page the item has gone back out of stock again - so make sure you get in quick!

Do you offer student discount?

Unfortunately, this is not a service we offer at the moment.

How do I contact you?

If you have any queries about your order, feel free to e-mail us at web@damselinadress.co.uk. Alternatively, you can call our customer services department on 020 8877 4004, between our working hours - Monday-Friday 8:00am to 8:00pm or Saturday 9:00am to 6:00pm. We endeavour to respond to your questions as quickly as possible.

How do I subscribe to your newsletter?

It’s easy! All you need to do is enter your email address into the newsletter sign up box at the bottom of any page and press 'Submit'. Our newsletter will keep you up to date with new arrivals, promotions, special offers and sale exclusives.

Competition Terms & Conditions

Prizes are not transferable or exchangeable and cannot be redeemed for cash. Damsel in a dress Limited reserves the right in its sole discretion to take any action that may be available and to cancel, modify or suspend the competition. Damsel in a dress reserves the right to disqualify any individual who tampers with the entry process including if an automated entry or voting mechanisms is used. By entering our competitions, you are automatically subscribed to our e-mail newsletter.

How do I unsubscribe from your newsletter?

You have the option to unsubscribe by clicking on a link at the bottom of every newsletter email we send you. Alternatively, contact us and we will unsubcribe you. If you need to change the details you have registered with us or would like to amend your subscription preferences you can do so in the Account section of our site.

Do you offer a gift wrapping service?

Unfortunately we do not offer this service at the moment, but our packages are sent out in beautiful boxes and tissue as standard.

Order by phone 0208 877 4004

Monday-Friday9am - 6pm

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